thumbtack - Pro Success Team Manager

• Lead and coach a team: Manage 8-10 Success Specialists responsible for retention, satisfaction, churn prevention, and growth. • Churn prevention: Use health signals and reporting to identify risk; coach your team on recovery tactics and ensure follow-through. • Drive product satisfaction: Ensure pros understand and adopt high-impact features; provide feedback loops to Product for improvement. • Renewals and expansion: Support your team in executing renewals and identifying upsell opportunities with structure and consistency. • Data-driven leadership: Monitor metrics (NRR, GRR, churn rate, CSAT, adoption, TTV); use insights in 1:ls and team reviews to drive performance. • Process excellence: Implement playbooks for onboarding, adoption, renewal, and QBRs; identify process gaps and propose fixes. • Cross-functional collaboration: Partner with Product, Marketing, and Sales to communicate Pro feedback and influence improvements. • Talent development: Conduct regular coaching sessions, monitor progress toward goals, and celebrate wins that model Thumbtack's values. • Pro advocacy: Encourage Pros to share success stories and promote Thumbtack through testimonials and case studies. • IN ORDER TO BE SUCCESSFUL, YOU MUST BRING • 8+ years of experience leading Customer Success, Account Management, or similar post-sales organizations in a B2B, SaaS, or marketplace environment. • 3+ years of experience leading Sales teams with quotas and KPIs and managing or mentoring customer-facing teams. • Experience with account relationships and growth management of large strategic clients and enterprises. • Strong track record managing performance, workflows, and outcomes across multiple time zones. • Ability to adapt coaching and communication styles across cultural norms while maintaining clarity and accountability. • Proven success driving retention, satisfaction, and revenue results across measurable KPIs (NRR, GRR, churn rate, CSAT/NPS). • Strong analytical skills and comfort using CRM and CS tools (Salesforce, ChurnZero/Gainsight, Looker/Tableau, Google Sheets). • Excellent communication and influencing skills across teams and customer segments. • Demonstrated Al literacy — able to leverage tools and insights to optimize customer engagement and internal efficiency. • Experience developing talent remotely, including feedback, upskilling, and building trust with offshore teams. • Strong operational mindset with comfort using data to diagnose issues, drive decisions, and measure improvement. • History of navigating change management across global teams, ensuring alignment and adoption of new processes. • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity • Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. • Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy https://www.thumbtack.com/job-applicant-privacy-policy. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams